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Adobe customer service is extremely poor.
Case #0202182336
Well, where to start. Ive been waiting for a number a number of weeks now concerning my adobe refund. I started this process in mid May. I was told If I send the letter of software destruction off, I could expect everything to be sorted within a week. Well, I havent even heard from adobe.
I decided to give them a call and see what is going on. After being on hold for an hour! Turns out they refused the refund, but didnt even tell me?? So the guy at the end of the phone said he will start the process again and escalate to a supervisor, and I could expect a phone call/email within 3 working days. Its been 7, and when I tried calling again, I got through after another hour, they answered and hung up!
Would of expected better customer service from such a big company.
Well, where to start. Ive been waiting for a number a number of weeks now concerning my adobe refund. I started this process in mid May. I was told If I send the letter of software destruction off, I could expect everything to be sorted within a week. Well, I havent even heard from adobe.
I decided to give them a call and see what is going on. After being on hold for an hour! Turns out they refused the refund, but didnt even tell me?? So the guy at the end of the phone said he will start the process again and escalate to a supervisor, and I could expect a phone call/email within 3 working days. Its been 7, and when I tried calling again, I got through after another hour, they answered and hung up!
Would of expected better customer service from such a big company.
I’m annoyed
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Inappropriate?Scott,
I'm sorry about this unnecessary delay. It looks like the initial agent incorrectly categorized your request as coming in more than 30 days from the date of purchase.
I see a note in the new case, #202139340, dated this Saturday, which indicates:
Your refund request has been completed. Your credit
card will be refunded in 10 business days. Your
issuing bank may take 4-6 weeks to apply the credit
to your account. You will be refunded by the same
method as your payment. For example, if you paid by
credit card, Adobe will credit the same credit card
account.
Since you payed by Paypal, hopefully the funds should be quickly available.
Sincerely,
Matthew1 Comment
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This solves the problem
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Wow, so happy to see someone's problem get resolved! Now if you could please help me.
I called Adobe on 9/3 because when I purchased my CS4 Upgrade I asked the saleman if it ever went on sale and he told me no, so I purchased it for $599. On 8/25 I got an email offer from Adobe to upgrade to CS4 for $299!!!! So within 30 days (13 to be exact) it went down $300!!! I want a refund of $300.
When I called Adobe customer service on 9/3 I waited for an hour and no one picked up, so I called the sales department and waited 30 minutes before someone picked up. He told me he couldn't help me with my problem that I needed to talk to customer service....and that an hour waite was typical!!! So....I got back on and waited another hour. When I finally talked to someone and I explained the ordeal he told me we needed to go back to sales to issue the refund. (omg no) So....I waited again and when I got sales I was told no they do not issue credit, customer service does! He told me to ask for a supervisor when I got them on the line again. So I waited again and when I finally talked to "Mike" he wouldn't let me talk to a his supervisor until I went over the entire story again and he kept insisting that I send him the email with the offer. I did and I got a case number. We went back and forth between holding and him telling me his supervisor was on another call. At one point I asked him to write down my number incase we got disconnected and he could call me back. He told me he thought he had it resolved and said he had to put me on hold one more time. The music played on and on.....then nothing...nothing! I thought I'd cry. I kept saying hello, hello....nothing. So I hesitantly hung up. "Mike" didNOT call me back. This was 5:11 pm. I tried them again at 5:20 and listened to the music until 6:32 and finally gave up. Over 7 hours on the phone with Adobe music and maybe 20 minutes with a person!!!
Today, 9/9, I have been listening to the music for 1 hour and 18 minutes.
Could you please please help me get my refund. Case#0202410731 -
Inappropriate?Matthew,
If you are reading this. I too am experiencing the same problem and I am tired of calling people who aren't able to help me at all. I unfortunately ordered the Windows version, when I wanted the Mac version of Photoshop about 5 weeks ago. I started the refund process the day I received the product, called customer service numerous times. Faxed, emailed, and attached a scan of the letter of software destruction to adobe about 4 weeks ago and still nothing for a response in any shape or form. I still keep getting the same canned refund speech any time I call and nothing has worked. The case #0202126320. -
Inappropriate?I have had the same problem. Ordered PS CS4 on 20/6/09 but a couple of hours later found I could purchase it from a local store so tried to cancel the order. The cancellation request was unanswered and still is and I then found out that you could not cancel even after just a few hours and that they would send it out to you regardless. I received the product within about 4 days and started the returns procedure. Sent the letter of destruction off as advised on the chat link at Adobe. Received a response to say I would be contacted within 48 hours on 25/6/09, still waiting !!! Sent another e mail with same attachment and got another 48 hour response receipt, still waiting !! Went onto Adobe site to try and chat again, after I had waited 20 minutes on UK phone, but the chat facility says it is unavailable. ( Adobe's website is a nightmare to follow, thats probably why they have a video tutorial on what to do ). I have just opened the case again and am now waiting a response. I wont hold my breath. I have totally lost faith in Adobe. They charge enough for their products. I suppose £560 is better in their account than mine for a few months. Case No is #0202201880 if anyone is listening from Adobe and want to sort it out for me. Mr Angry !
Doug
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Inappropriate?@Stephan,
Sorry for the delay due to holiday. I just looked at your case and I fear someone has dropped the ball. I've emailed our internal CS agents and their manager to request that they get this resolved for you ASAP.
Sincerely,
Matthew1 Comment Add a comment
This solves the problem
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Matthew,
Still nothing as far as a response on my case other than your message. It still just says pending Adobe response like it always has. Any advice on what I can do other than just eat the cost of the software? -
Inappropriate?@Doug,
Your case was updated on 7/6, so you might be seeing some result soon. I emailed the Tier 2 CS team just to confirm.
Sincerely,
Matthew -
Inappropriate?Matthew
Thank you for responding to my problems with Adobe. I look forward to hearing back soon. It would just have been nice for Adobe to reply within 48 hours initially as they promised to say that the case was being dealt with and when I would expect a refund. I have calmed down a little now ! I was just extremely frustrated. Is the customer service, or not ,being looked into by Adobe. Regards Doug
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Inappropriate?Doug,
There are process improvements for our Customer Service processes underway, especially towards making the return/refund process more lightweight so that it has less back and forth and can be processed more quickly. I appreciate your frustration. I am also looking forward to seeing some significant improvements in this area.
Sincerely,
Matthew -
Inappropriate?Matthew
I have just read a query you are dealing with where someone has been waiting since Dec12 for a refund. Another person on another forum said he actually had to get a chargeback on his credit card as after 2 months he still had'nt recieved a refund. This concerns me to say the least. I cancelled my order within hours once I discovered I could buy it locally in store. I cannot understand why it is not possible to cancel the item before it is shipped, like amazon for example. That way no letter of destruction would be needed and it would streamline the process. How long should it take to get the refund as I am getting concerned now after reading these horror stories. Regards Doug -
Inappropriate?Doug,
I understand your concern. Just know that there are many people like me who are trying to represent customers like you and improve your experience when dealing with Adobe as a company. Use this thread to enlist my aid should you not hear something in the next 48 hours.
Matt -
Inappropriate?Many thanks for that Matt
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Inappropriate?yeah im all sorted thanks Matt, its just a shame that they have some amazing products but severly let down by there customer service ́s department. Least theres people like you, who want to help.
thanks again -
Inappropriate?Matthew
Good news Adobe are finally responding to my case,
BAD NEWS they are making me jump through hoops to get the refund.
Its a long story and I dont have time today to explain but I have now sent the letter of destruction 3 times. If you read my case you will see. How long is it going to be before I finally get that refund ?
Doug
I’m totally frustrated
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Inappropriate?Doug,
I'm checking in on it.
Matt -
Inappropriate?Doug, At least now your new case, 202189256, is getting active traction now.
Cheers! -
Inappropriate?Matthew
I have had a reply several days ago but now they have received the software back at the UK address given they are again ignoring my replies for a request for the money to be credited urgently as my credit card bill is now due and I will have to find another £560. I only ordered it for 2 hours and then changed my mind and cancelled. If they dont trust me I can supply proof that I have purchased the same product from elsewhere. Adobe have had my money for nearly a month now. I will have to approach Trading Standards this week and find out where I stand in making a claim through the UK Civil courts. I never thought I would be saying this about a worldwide company such as Adobe. I already have so many of their products ! Its a disgrace.
Doug -
Inappropriate?Doug,
Hang in there, the case was modified yesterday, so I can tell it's being worked on. The biggest problem (admittedly, of many) is that we've had a back log of this kind of work so cases have had to go without action. With consistent activity on the case, it should be resolved soon.
Regarding why it's not possible to simply cancel the order so soon after placing it, I don't know if this is because of something in our system, the partner we vendor with, or something about how they interact, but it's very disappointing. I personally recommend that people purchase our software from companies who are professionals at *selling* software, not *making* software.
Sincerely,
Matthew -
Inappropriate?Matthew
Success at last. Checked my credit card this evening and found out I received a credit to my card yesterday(160709). However Adobe never replied to my last note to say the refund had been applied. Typical.
Anyway all resolved now. Their products are great without a doubt but I cannot say the same for the customer service as I have already stated several times on this thread. I hope I never have a problem with my software !! I feel sorry for everyone else on this forum who are still waiting for action as it is so frustrating and wrong. I wonder how long it would have been if you had not got involved Matthew. Regards
Doug
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Inappropriate?This is just ridiculous. My wife is a photographer, but we will never purchase another adobe product again. We will be going another direction in the future. I posted here 20 days ago...nothing happened...posted again 10 days ago...no response...
I guess our continued use of Adobe products in the future is worth less than the $200 cost of the software. Go ahead and keep it...I'm not wasting any more time trying to get it back. -
Inappropriate?Hi - I am looking to get a refund from Adobe for 4 upgrade licenses for CS4 Web Premium. I find it impossible to talk to anyone in Customer Services (either because they do not answer or because their English is not too great when they do). I have completed a Letter of Destruction and emailed the relevant address. Do I need to do anything further?
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Inappropriate?they are liars every time I speak with them! I've invested over 4 hours of my time over the last 3 months, on half a dozen phone calls. They lied and claimed they never received the letter of destruction (LOD), & after 60 days I called & had to start over... but R. McCollu stayed on the line & offered to confirm successful transmission of the fax, which he did, followed by a promise to arrange reimbursement of my $699 the following week.
This was three weeks ago, for a total of 12 weeks waiting so far.
The worst part is that I called to cancel the order less than 24 hours after ordering & the agent verified that the CS4 software HAD NOT SHIPPED...
...but they could not refund then, & they shipped the product anyway, and now I see that they scam a lot of us with this criminal ploy.
Mark Viana ID #00143 took my angry call today & verified that my LOD was received August 3rd. & required 10 business days to process. When I pointed out that 10 business days has passed, he said he would approve me for a refund now, and it would occur in 7-10 days.
They are so full of it, to keep saying the same lies & expect people keep believing them. I've bought $10,000.00 worth of software from them already, & I swear if I can manage to never give them another cent, that is my sincere intent.
I’m suingthebastards
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Inappropriate?This forum is not getting the answers customers are looking for.
We're seeing a few of the conversation participants getting their problems resolved through our small effort on facebook - please be sure to spread the word that Adobe's team is engaged in the conversation and speaking directly to customers who are still struggling to find a way to get help.
We're hoping genuinely that the company will press forward, stay communicative and proactive with the issues (fires) that get brought to their attention.
Feel free to forward the link to the conversation:
http://www.facebook.com/event.php?eid...
Regards,
Cindi
I’m tired
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Inappropriate?hi, I've had my own problem with adobe. however, nothing as frustrating as a refund. three weeks ago, I purchased the Adobe CS4 production premium bundle on bhphotovideo.com. When I opened the package a week later, I noticed that the application one disk was very badly scratched. The other disks seem fine, but I can't install anything because the system won't recognize the scratched disk. So I called customer support, was on hold for 20 minutes, called the tech support line, told them my problem and they said they had to transfer me to CS. I waited on hold for about 5 to 6 min. and gave them all the info to verify me. Told them the problem, the rep. said that they needed to send me a replacement CD. They wanted to know what my serial number on the product was and I told them I didn't have it with me. I was at work when I called. So next day, I call early wait for 20 min., then do the same routine as before, only this time I have the serial number. the rep. says I should receive replacement cd's soon, gives me a transaction #, which I don't know what I'm supposed to do with... This was last Thursday. So I wait, I looked up my case on the website and added a question to the case, I wanted to know what I'm supposed to do with the transaction #, and can I have a tracking # to track the shipment? Case #0202472998. please help. It would be much appreciated!
--Andy -
Inappropriate?Hi everyone, this is an update to the Facebook group we formed a while ago. There are dozens of Adobe customers talking here who have been able to get Adobe's attention - and those who have posted their problems have gotten resolution. Try it, let us know if you're happy with Adobe, or still trying to get service.
Urging Adobe to improve poor service -
Inappropriate?I am also experiencing the poor level of service from ADOBE. Infact the sales floor supervisor hung-up the phone. All I was trying to ask was the correct upgrade version before i pay ADOBE $ 890.00....Can not believe this. I guess there is no recession over there ! -
Inappropriate?totally agree, they have really poor customer service. I tried at lease 6 times to make the cross platform order. there were drop calls with no call back. after 3 weeks of my first success order, i found out they did not place the shipment........ they have every kinds of poor customer service........
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